How Robbinsdale Area Schools Harnesses AI in Their Customer Service Strategy

Find out why Shannon Swanson and her team at Robbinsdale Area Schools rely on Let’s Talk to support their customer service goals.

April 29, 2024

Challenge:
Robbinsdale Area Schools needed a way to efficiently manage high volumes of inbound inquiries and provide fast, consistent responses to families, staff and community members.

Solution:
The district implemented K12 Insight’s Let’s Talk and Let’s Talk Assistant to centralize inquiries, automate responses with AI, and gain real-time visibility into stakeholder needs.

Results:
Robbinsdale now delivers 24/7 support, reduces staff workload, and uses actionable insights to improve customer service districtwide.

Challenge

Located in Minnesota, Robbinsdale Area Schools faced a common but growing challenge: managing a high volume of inbound inquiries from students, families, and staff while ensuring accurate, timely responses. With multiple stakeholder groups and communication channels, it was difficult to track trends and maintain efficiency — especially in an era where the “Amazon effect” has reshaped customer expectations and school choice adds competitive pressure.

Solution

To deliver consistent, high-quality service, Robbinsdale launched Let’s Talk in July 2018 as a unified service desk platform to streamline inquiries and track engagement. In February 2023, they took it a step further by adding Let’s Talk Assistant — renamed “Robbin” — a generative AI-powered chatbot that provides 24/7 support using district-approved data and documents.

“At the end of the day, we’re serving people — and that means we work in the business of connections. Let’s Talk and ‘Robbin’ (our Let’s Talk Assistant chatbot) help us answer questions all day, every day, all while collecting metrics that drive our decisions districtwide.”
— Shannon Swanson, Senior Marketing and Communications Specialist, Robbinsdale Area Schools

With Let’s Talk, Robbinsdale can: